Time Warner Cable's New York City Region

Review: after rejecting several offers from a sale rep from time warner cable regarding services, I decided to give it a shot. it was brought to my attention that a relative previously acquired services with TWC prior to me moving into the apartment. I repeatedly asked the sale rep if this would be an issue or interfere with my services even though the relative no longer lives in the household in which a balance was left under the account. its my understanding that there would be a block on services if there is a balance on a household that wasn't resolved.

I was told not to worry about it and that it would be taken care of. I was promised a package that would not exceed my budget of $120.00/month with the following services included :

internet

cable tv (standard tv and sports package)

3 cable boxes ( waving the fee of one box for a year)

I then received a text message from the sales rep stating I would get all the services I asked for $120.00/ month. After this agreement was made I had the services installed on April [redacted], 2014. A few days later, after experiencing multiple inconveniences I called TWC for tech support, it was then that I was told that my first bill would be $231.00. I then disputed that balance because it was above my $120.00 budget. I contacted the sales supervisor and we then came to an agreement that I would get the services I requested for no more then $160.00/month after taxes. within a week of service I was contacted by Risk management stating that my services would no longer be active unless the balance was paid in full by the relative whose name they never specified. after feeling like I was mislead and all the inconveniences I had experienced I decided to promptly cancel all services.Desired Settlement: due to multiple interuptions with tv and internet. as well as numerous inconvenience with tech equipment and company representatives I should not be held liable for any charges accumulated on the account.

Business

Response:

ON 5/**/14 [redacted] SPOKE WITH THE CUSTOMER IN RESPONSE TO Revdex.com COMPLAINT AND HE

CONFIRMED WITH ME THAT HE DISCONTINUED SERVICE & RETURNED ALL

EQUIPMENT. IN ADDITION, I OFFERED TO APPLY A CREDIT OF $138.95

TO HIS ACCOUNT TO CLEAR THE BALANCE. HE ACCEPTED, MATTER CLOSED.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: In February of 2014 I used the Timewarnercable.com website to upgrade my internet service. I noticed that when I went to upgrade my service to a faster speed internet, the prices for the internet services were different then what I had been paying, they were lower. So for the price I was currently paying ($54.99) I could go from having Turbo internet speeds (20Mbps) to Extreme internet speeds (30Mbps). The website stated these services were valid for 12 months. At this point I was logged into my account, clicked upgrade service, and got to this page. I was not on any New customer page. I was on the current customer page to upgrade my services.

I thought this skeptical, and decided to reach out to the live chat portion of the site to ask a represenative about this deal and if it was valid. I was told it was valid for the 12 months and the $54.99 new price I would be charged per month would now get me faster internet.

Fast forward to a month later, I receive a bill stating that now my internet is $64.99 a month, for the Extreme internet services. So I contact the customer service rep again asking why is it so high. They tell me those offers are for new customers only. Yet at the bottom of the page with the terms and conditions it states: "By enrolling in this promotion, customer agrees to be bound by the terms of TWC’s Subscriber Agreement, which can be found at [redacted]. Three-product offers valid for new residential customers or existing single-play (TV, Internet or Phone) customers. After 12 months, regular rates apply."

I am currently a "single-play" customer and therefore the offer should be valid for me

After speaking with 2 [redacted] I was told that offer would not be valid for me, there are aware of a website glitch which allows current customers to get new customer prices and "going forward" the customers would be made aware of this issue and their transaction will be canceled. and that I was going to be charged, $64.99 for internet.

I have transcripts of these conversations from the chat if need be.Desired Settlement: If they are aware of the website glitch and state that "going forward" they are going to make customers aware, what does that say about me who purchased this offer a month ago and was never contacted, and figured the offer was valid. As the website states current single play customers. I am a single play customer and therefore should be valid.

I would like my bill altered to show the $54.99 a month charge for the Extreme internet I purchased for 12 months from the date of purchase.

Business

Response:

On 3/**/14 and 3/**/14 [redacted]left voice mail messages offering to assist. To date there has been no reply.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have called back on both 3/**/14 and 3/**/14 and left messages. No response from the company since.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

3/**/14 (2:10PM) - THE CUSTOMER RETURNED MY CALL & I OFFERED A COURTESY

CREDIT FOR THE DIFFERENCE ($120.00) IN THE PRICE OF THE EXTREME FOR 12 MONTHS.

HE REFUSED TO ACCEPT MY OFFER..[redacted], AGENCY RESPONSE TEAM

Consumer

Response:

[redacted]

from on my understanding time warner were only going to credit me the difference of 1 month of internet, which is why I originally rejected the offer.

If the company will credit me the difference of 12 months ($120.00) then yes I accept this offer.

Sincerely,

Review: I have reported service issues several times a year for the last nine years that I have been at my current location. The issues have gotten increasingly worse over the last few years. I have had numerous appointment where repair guys tell me they have fixed it or they have made a work order to do work for the entire neighborhood signal to be amplified. Then when I call up there is no record of my complaint and the process starts over again. In the last month I have had four consecutive appointments where the technician has ultimately concluded that the signal coming into my building is too low and that the building's service line signal must be amplified. When I followed up they could not find the work order and I am back to square one, with no internet service for my apartment from where I work. I am unable to do any work without internet service. I am also paying them for service which they are unable to deliver.Desired Settlement: I would like full internet service restored to my building. I would then like them to check up on it for the next few months to make sure service remains stable and working properly. I would also like my account to be refunded for the time I have been without reliable internet service.

Business

Response:

Repairs have been made, a Plant crew (on 5/**/14) verified that all services are working within specified guidelines.

Review: To whom it may concern

Dear sir/madam,

On December [redacted], 2014 Monday at about 5:00pm Time Warner cable representative was working to connect cable line at my house located at [redacted]. As he was working outside to connect the cable line from the main connection which was located across the street from my house. He was using a ladder to climb up to the top of the pillar cross the street; he left the tangled wire running over the street from my house to the other side of the street. Tangled ware was on the middle of the street where so many cars were passing by and people are walking through the side walk over the wire. I notice that he is not taking any safety procedures so I asked him to keep the big metal spool of wire on his side of the street until he is finished working there. He didn’t not respond or listen to what I said. As I was watching him nervously a truck was passing through which caught the wire. As the truck went fast the wire got tangled with my car's front bumper (which was parked right in front of my house) and broke the left side of the bumper. After the incident the cable guy came down and told me that he is calling his [redacted] who will come and take care of it. He called and somebody came in about 20 minutes later. He took some pictures of my damaged car and introduce me as he is the [redacted] name [redacted] and said it’s an accident they will take care of my car. He said someone will call me the next day by the name of Skender Begani and he will arrange everything. He also mention no need to inform the police. I trusted him as Time Warner Cable is a big company. Next day [redacted] called and told me to get an estimate. Which I did, now they are not cooperating with me! They don't answer my calls. I lleft messages no one called me back..

Please help me overcome this situation.

Thanks.

Sincerely,

___________________________________________________ [redacted]Desired Settlement: I have an estimate of 535.00 dollars.

Business

Response:

Check has been hand delivered, customer is satisfied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have had this company for several years as a tv/internet provider. there is not one week that goes by that I do not have to call them with issues with either tv or internet. on this date I have called them 4 times and they try to correct it by sending signals to my equipment. In addition, I cannot change providers due to management having a contract with this company. I am totally frustrated with the service every time I call I have to unplug equipment and restart it. In addition they send outside contractors to my home and never is the issue resolved. At this point I want to try another service but I cannot my payments are accurate and I do not receive the service I pay for.Desired Settlement: my service be rewired from the basement to my apartment

Business

Response:

On 9/** customer noted most of the issues were resolved by recent cable rerun. A follow up call will be made on 10/* to confirm customer's satisfaction.

Review: For 3 weeks I have no cable service on a TV set. Repair man came on 3/** and reported that TW construction crew had to replace outside cable wire. No one has ever contacted me. I called again on 3/** to report on their zero customer service and that I still have no working tv. Not 1 person from TW has reached out to me to help resolve this matter. I refuse to pay any bill from them as I have no serviceDesired Settlement: To have TW repair my problem immediately and to ensure that I am not billed for no service for almost a month

Business

Response:

On 4/*/14 [redacted] verified services are working well and issued a credit ot $134.00 for the loss of service.

Review: I am writing to you as a last resort, and to air my frustration with Time Warner customer service over a recent order. I have dealt with a lot from TWC, but have been a well paying customer for the last 3 years. Recently, I took advantage of your promotion (which, I am still receiving mailings about) offering a Dell computer for upgrading to a specific package. On August [redacted], I placed a qualifying order with one of your customer service representatives on the phone. After confirming with her multiple times that this qualified for the Dell promotion, the order was finalized. I spent 70 minutes on the phone with her figuring this all out and being promised multiple times that I was fulfilling the promotion.

She mentioned that I would receive my code for the Dell Computer within a few days. Two weeks passed, and I did not receive a code. I initiated an online chat, which took an hour and a half. In the end, none of the three different people I was transferred to were able to help me. In fact, the only solution mentioned was that I would need to visit the local store to try and figure it out there, although she told me that she just had no idea what to do so could not give me any idea on whether the store would be able to handle it.Desired Settlement: I would like for the promised laptop to be sent. I have fulfilled my end of the agreement.

Business

Response:

On 10/**/14 [redacted] advised customer he was not eligible for the tablet, however, as a gesture of goodwill, [redacted] offered to issue a credit of $175.00 to his account. Customer refused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I appreciate [redacted] reaching out to me. Unfortunately, she was not able to resolve my concerns. I have very clear screenshots that show that I did, in fact, have a qualifying order for the tablet. This was later confirmed with a conversation with customer service. In fact, [redacted] never mentioned that I actually did not qualify for the tablet in our phone call, but instead just said that there was a "misunderstanding". My motivation behind contacting the Revdex.com was not to get money or credit from TWC, but instead to expose their deceptive advertising and make myself whole. While I will accept the $175 as barely adequate compensation for frustrations that this has caused and the ridiculous amount of time spent, it does not solve the issue of the fact that I am now paying for a more expensive package than I was previously solely because of the promise of a promotional tablet. I do not consider the issue resolved until I am assured that my previous order, which was placed under false advertising, has been wiped clean and I am returned to paying for the services for which I was previously contracted with Time Warner.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC HAS EXTENDED ONE LAST PROMOTION WHICH WILL BE IN EFFECT UNTILDECEMBER, 2015. CUSTOMER IS NOT TO BE GIVEN FURTHER PROMOTIONS ORDISCOUNTS UNTIL DECEMBER, 2015.

Consumer

Response:

[redacted]

In response to the email above (my apologies for not seeing it earlier, but the Revdex.com system was having trouble), I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved with the understanding that the above package will be in place for the following year and the $175 credit is applied to my account. Please note that this was not an attempt to get a discount, just to restore the services I had before this entire issue started in August. While I STILL do not have that service and will be paying more come next December, I have lost the will to continue this back and forth and accept this resolution.

Sincerely,

Review: Time warner customer service should have all departments work together instead of one person says one thing and then somebody else says another and also work with the customers. Time warner knocks on my door offering me new cable in which they knew I had a balance and offered me new service in which I agreed, I get new service and within 2 weeks of service cut my service saying I owe a back balance which they already knew, it was very stressful and really made no sense as my new bill was due sept ** 2014. Yes they offered a settlement which I do agree to pay but it was really no reason to cut the service within 4-5 of due date.when you call customer service they are very troublesome, one person says one thing then you get somebody else and get another answer all there departments should be well intune with the other departments. A couple more days really would make not of been a big deal it not my fault they dropped the ball on this one even though it's just cable TV it still caused some unneeded stress, even if they are the big corporation try and show some kind of care for there customer. My service was cut because all hands were not on deck I had no problem on paying the bill due we could of worked something out a payment plan or something being there prices are over pumped as it is, show a little compassion but this is as everything in the world today all about self and money. I owe for boxes over 4 years ago made in 1997 and the price is that high?? All they had to do was add my balance to my new service and worked something out. I hope this don't happen to nobody else. Check people balance before allowing them to get service and when you do make a mistake try and keep the customer and work something out instead cutting them off.Desired Settlement: I want my cable back on and also check your records thoroughly before giving services a couple more days to make your payment instead cutting service. Being that they make enough money to wait for a little money should of not been an issue.

Business

Response:

Our Risk Management department arrived at an agreement with [redacted], whereby under debt forgivenness, he was able to make a payment of $179.69 toward his old account to keep his new account's service active. Payment had been made to the new account and was then transferred administratively by Time Warner Cable to his former account, closing out his obligation on his old account. As the payment was transferred, [redacted] must still cover this amount and other payment due obligations on his present account. It is also important for [redacted] to keep his new account current so as to not jeopardize his present service and the Risk Management agreement. As of the billing statement of 9/*/14 for his new account (#[redacted]), [redacted] has a balance due of $360.54. Of that amount, $157.37 is 35 days past due.

Review: I call Time Warner Cable almost weekly for service issues. I am paying an obscene amount of money for a service that 90% of the time does not work. My internet goes out or is significantly slower than what I am paying for (I have reduced the speed I pay for twice for this reason); my cable goes out constantly or the On Demand feature simply does not work at random; my telephone ALSO just shuts off entirely at random. Quite frankly, they have a monopoly in my area and it is unfathomable that I have been paying almost $250.00/month for the past eight months for a service that I usually don't even have...Desired Settlement: Quite frankly, I would like to find a way to have service that actually DOES work and be reimbursed for some amount of my bill over the past eight months. Ideally, though, some way of forcing the company to provide an acceptable service is my desired outcome. My only other option is to have no cable at all (monopoly).

Business

Response:

On 12/**/15 Pat E[redacted] left a follow up message, voice mail (regarding a recent service appointment). To date there has been no reply.

Review: The Broadband Internet has been slowing down and sometimes I lose the signal completely. I have worked with customer service 4 times to try and resolve the problem. First the customer service people always reboot the signal and instruct me to check connections or they actually say that maybe I should hard wire my computer to the modem and maybe the signal will be stronger. I have very high powered wireless equipment, so that should not be the problem. Then they say that there is an outage in the area. This seems to be the trouble, but unless I lose service for an entire day, I can't get credit for the lack of service in the morning. I pay $65 per month for 50 mbps and find that I have to wait a very long time while there is buffering. There are no other broadband providers in my area, so I am stuck with Time Warner. I feel that because for NYC I am in a lower volume area, that they do not feel they have to fix the problem.Desired Settlement: I would like the outage problem to be resolved as soon as possible and would like to be compensated for the poor quality service and I would also like that the customer service people have a better knowledge of the product.

Business

Response:

Mr. R[redacted] spoke with [redacted],who has switched from Earthlink to TWC Internet service, and is satisfied with the service. Mr. R[redacted] confirmed customer has the extreme internet promotion for 1 year. Customer inquired about faster speeds and was given the promotion of free Ultimate 200 upgrade, with free Wi Fi. Customer was advised him the promotion is in effect for 1 year. Mr. R[redacted] also advised that when not in promotion, the regular retail rate for Ultimate 200 upgrade is $20.00 additional and that TWC WiFi is $5.95 additional.

Review: Time Warner Cable of New York was requested to provide written explanation with documentation for recent billing changes related to an unauthorized internet modem lease. The unexplained billing charges for the modem lease were initiated in November 2012 in the amount of four ($3.95) dollars. The unexplained billing charges for modem lease were increased in September 2013 (less than a year later) to the amount of six ($5.99) dollars. Time Warner Cable of New York has not provided written documentation with explanation of the unauthorized internet modem lease charges since the date of initial customer request in October 2013. Time Warner Cable of New York was also requested to provide documented explanation for long-term service disruptions to high speed internet service which occurred repeatedly for sixteen (16) months, in and between February 2012 through May 2013. Time Warner Cable of New York has not addressed the reason for the prolonged internet service disruptions with the customer ... (although the customer has made numerous written and telephone requests to document the inconveniences associated with the long-term internet service disruptions).Desired Settlement: It is believed that the Internet Modem Lease charges are unlawful in that a modem compatible with the internet service provider (ISP) is necessary in order to transmit internet service from the internet provider. It is concluded that the unexplained increase to Internet Modem Lease charges are fraudulent in that Time Warner Cable of New York has not been able to justify the seventy-two ($72.00) dollar per year charge for equipment which is standard in the industry and provided free-of-charge with any internet service. The internet service providers (ISP) at Time Warner Cable of New York did not previously charge an internet modem lease fee prior to November 2012.

Business

Response:

On 12/**/13 [redacted] left a message, voice mail, home number.

Business

Response:

TWC notes the modem policy on the main page of its web site, policy is not open for dispute, customers can either pay the fee or purchase an approved TWC modem. TWC regrets any confusion.

Time Warner Cable Ultimate Internet 3 Mbps claim is based on Basic standard maximum download speed of 3Mbps. Actual speeds may vary and are not guaranteed. Time Warner Cable Basic Internet available in select serviceable areas. Not all service tiers are available in all areas. Many factors affect speed. Basic has speeds up to 3 Mbps. Speeds based on the speed from the local facility to your cable modem. Actual throughput speeds may vary. Additional charges apply for activation, installation. Rates subject to change without notice. Lease of a modem or purchase of an approved modem required for Internet service. After promotional period, regular monthly rates will apply. 2014 Time Warner Cable Inc. All rights reserved. Time Warner Cable and the Time Warner Cable logo are trademarks of Time Warner Inc. Used under license. All other trademarks are the property of their respective owners. Warner Bros. Entertainment, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The Time Warner Cable (TWC) reference to the lease modem policy is not specified on the company website ([redacted]). The Time Warner Cable (TWC) customer is not made aware of the lease modem fees (or increased price in lease modem fees) until the actual bill is delivered. Time Warner Cable (TWC) reference to the lease modem policy is also not specified within the company bill statements. Therefore, the terms and conditions for the lease modem fee remain "open to dispute."

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This summer when visiting my boyfriend's mother (who lives in [redacted], Queens) we received a knock on the door from a Time Warner Cable representative named [redacted]. She said she was a member of Time Warner Cable's promotions team, which was going around to try to reduce the payments of everyone in the area to try to head off competition from [redacted]. These lower rates were not a promotion, but would be "locked in" for the lifetime of the account. She said she could also help us even though we live in [redacted]--that she could get our current service down to about $90 per month from the $164 it was at the time WITHOUT LOSING ANYTHING. She told us it would be cheaper if we got rid of our triple-play service (since we no longer needed a land line) and just did internet and cable + HBO, which we were fine with.

We did as [redacted] told us, and returned our equipment to effectively cancel the current service we had and open up a new account under my boyfriend's name through her. We got the service set up and found the following:

-We lost several channels we used to have under our old service, such as TLC, the Cooking Channel, and the all-music channels.

-Our HBO was turned off

-Our "new" cable box malfunctioned constantly.

-Even though we were told we were getting DVR on both cable boxes, we only got one box with DVR.

-Our bill was never $90-- it was more like $120, but for reduced service.

-Our on-demand service stopped working for a few months and we had to call a technician out to fix it. We were never compensated on our bill for this loss.

-We could never reach [redacted] again via the phone number we originally called her at.

When we called Time Warner to rectify these issues of course they had never heard of [redacted] or any promotions team, and told us they had no intention of honoring that $90 price point for the service we were getting. After countless calls, as well as a couple of visits to Time Warner to switch out malfunctioning equipment, we are currently paying $120 for only ONE box with DVR with several channels missing, no land line, and regular internet service. If we pay for an additional box with DVR plus pay separately for the channels they took away, our bill will end up right back where it started.Desired Settlement: I would like the service I was promised for the price I was promised, or at the very least, the price I am currently paying. At this point Time Warner is trying to charge me extra for channels I used to get included in my package. We have already returned the second cable box without DVR to avoid paying an additional DVR fee that was supposed to be included. Without DVR that box is fairly useless to us.

Business

Response:

A review of TWC's records indicates the account was closed in 2013.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Of course the account was closed--that was in the description of my complaint. [redacted] from the "promo team" encouraged me to close my account and set up a new one under my boyfriend's name- [redacted]- so we could get the deal. I was assured that we would receive the same service for less money. Time Warner took that opportunity to give me a lower service package and charge me a la carte for channels (such as the Bio Channel, Cooking Channel, etc.) that I used to have. It's true that we are currently paying less than I was paying at the time, but we also have fewer channels, no home phone, and one less cable box than we did. If we were to reinstate our service as it was before, we'd be paying either the same amount I was under my account or even more. Basically we were deceived into opening a new account so this girl [redacted] could get a commission and then she disappeared and Time Warner knows nothing about her or the promotions she offered, so we have no recourse.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC regrets the customer's difficulty and dissatisfaction. TWC is prepared to issue a credit of $79.99, one month's charges for the base package, as an apology and gesture of goodwill. The offer is open for 30 days. Customer can accept by emailing [redacted]

Review: I cancelled my service two months ago. As I was signed up for automatic billing at the time,Time Warner had already debited the full amount of my next bill, which covered me three weeks past the point of my cancellation. Therefore, when I cancelled, I was due a refund check in the amount of $111.17. I have a billing statement to that effect in my hands, and I was told at the billing center that I would receive a refund check within 4 weeks.

It is now 8 weeks later and I still have not received my refund check, despite many, many repeated attempts to recover my money. Each time I've been told the check was in the mail and to call back if it didn't reach me the next week. I asked Time Warner if I could pick up the check or if there was anything else I could do to facilitate this and all they've said is, "we'll look into it," or "call back in a week."Desired Settlement: I just want my $111.17 back, plain and simple. This should have been a simple matter of issuing the check a month ago.

Business

Response:

TWC regrets the delay in the processing of the refund.

Business

Response:

TWC regrets the delay in the processing of the refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Time Warner's response was simply an expression of regret that the refund was delayed. They did not acknowledge nor provide compensation for the amount of time and effort I had to endure to get what was owed to me, after numerous mistakes and misrepresentations on their part. I believe that had I not threatened legal recourse that I would never have received my refund, so their "response" does nothing to assuage my belief that they will continue to treat their customers with contempt. Until they offer me some sort of compensation, or at the very least, a written apology outlining all of the things they did wrong with identifiable actions that they are going to take to correct them, I will not consider this matter closed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Time Warner's response was simply an expression of regret that the refund was delayed. They did not acknowledge nor provide compensation for the amount of time and effort I had to endure to get what was owed to me, after numerous mistakes and misrepresentations on their part. I believe that had I not threatened legal recourse that I would never have received my refund, so their "response" does nothing to assuage my belief that they will continue to treat their customers with contempt. Until they offer me some sort of compensation, or at the very least, a written apology outlining all of the things they did wrong with identifiable actions that they are going to take to correct them, I will not consider this matter closed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Time Warner told me they couldn't find my payment in May, so I contacted the Revdex.com because my bank showed them as being paid. The customer service rep told me to fax, and I work, so I don't have time for that, and I believe that is Time Warners job to find payments if they're lost. Eventually, a Time Warners rep contacted me saying they found my payment, and they're removing the two late fees since they lost the payment. I thought all was said and done, and my bill would go back to normal. I even obtained a document in the mail as of 6/**/14 saying that I owe $22.33 with the bill showing where the $50 dollars, and the late fees credited. Not long after I got my bill today, I got a call from an automatic Times Warners voice recognition machine asking if [redacted] was home. I replied with the numerical value 1, which meant that I was home. The customer service rep asked when I would, like to make a payment, I asked what is the balance, and they said $90 something dollars, I informed the individual that couldn't be because I just obtained a bill today that contradict what she is saying. I told her no I do not owe that than they transferred me from department to department where I got no help after being on the phone for a long time. I told them my bank paid Time Warner and how are you going to increase my bill from what the bill that was sent out says. That is bad business and someone needs to sue Time Warners. I never seen a business that sends out a bill for $22.33 than has someone call your home asking for a $90 dollar payment claiming that the bank returned a payment made in may. The payment was taken out of my account, and Time Warner found that payment, so they're trying to get double the money out of me because my bank informed me Times Warners was paid. I guess Time Warners is in the business of giving people quotes higher than the bill they sent in the mail to me.Desired Settlement: Time Warners Cable needs to remove the late fees and honor the bill that they sent me for $22.33 on the [redacted] of June. What they are doing doesn't make sense. I guess a roofer that was paid for doing my roof can come back and get money too if he or she thinks I owe them more because of their mistake or error. Time Warners has horrible business practices, and I am tired of being harassed by this company. They need to get people that are more experience with customer service and that are not extremely rude to their customers or close up shop and go out of business with the rest of the sorry companies if they don't appreciate their customers.

Business

Response:

As customer has agreed to pay $22.33 a goodwill credit of $60.00 has been issued to resolve the matter. The account balance will be zero upon receipt of the $22.33 payment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I will pay the $22.00 in full before this week ends.

Cheers,

Review: Time Warner Cable harasses their customers and I am FORCED to use this service as my building will not allow other means of cable if they did I would NEVER use TWC. ISSUE: If a payment is late or overdue, I am bombarded with 4 or more phone calls and voicemails EVERY DAY until payment is rcvd. Very unnecessary. Even after a call back and a date made of when my payment can be made I was told that the "computer call system" will continue to call me anyway until a payment is rcvd. Harassing everyday with 4+ phone calls is quite irritating and does not make money appear in my bank account any faster.Desired Settlement: 1 phone call every few days is acceptable,1 phone call or more DAILY is NOT. STOP harassing your late paying customers, WE'RE BROKE, if we had the money it would be paid on time!

Business

Response:

TWC is contacting customer as account is past due by $178.46, if customer does not remit payment TWC will contact customer and request payment. TWC regrets if customer is having unrelated issues but payment must be made.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is fine to contact one for payment, it is not OK to harass and call 4x a day when a date has been given for payment.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Since February of 2014 we have had unreliable broadband service to our office, service which is provided by Time Warner Cable. The service has crashed or gone inactive on numerous occasions, at times with a frequency of several times per hour, severely impacting our 9 year old web design and technology company, our employees' ability to do their jobs, and our clients. We have had visits by no fewer than 12 Time Warner Cable technicians during this period of time. None has been able to fully diagnose or fix the problem, though several have said (off the record) that Time Warner Cable's service in Manhattan is a mess and poorly maintained. They have installed, reinstalled, and replaced our broadband cable modem no fewer than 6 times to no avail. In addition, none of the technicians seems to have been briefed about our issues before arriving at our office for the service call - often late, twice on weekends requiring an employee of our company to come in off-hours and/or stay late. At this juncture we have lost - and continue to lose - hundreds of hours of employee productivity, have damaged relationships with clients and vendors for whom our internet connection and service are vital, and are no closer to resolving the problem.Desired Settlement: We would like Time Warner Cable to:- Refund all fees paid from February - present (May, 2014)- Provide and/or fix the service we have contracted them for once and for all, or pay to replace the service with another comparable or better broadband business service.

Business

Response:

A credit of $200 has been issued for the recent loss of service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We pay TWC $340 a month for our broadband service. The outages and unreliable service over 4+ months, coupled with the time we have spent trying to get TWC to properly address the issues (which continue even today), has been far greater than $200 in value.

Sincerely,

Business

Response:

TW Cable's Business Class unit is in ongoing contact with [redacted]. The issue is not resolved, TWC will stay in contact on both the service and the credit aspects of this case. The customer speaks with Business Class on an almost daily basis.

Review: I called to discuss my monthly charge for cable tv, telephone asnd computer service.I spoke to [redacted] who hung up on me.I then spoke to [redacted] who lowered the bill to$109.48; I asked him to repeat the amount three times.He did.I then spoke to billint tohave my bill credited retroactively; he told me that [redacted] did not include taxes and my bill is $120.61.

I consider this a bait and switch tactic and not good business practice.

I then spoke to [redacted]/a [redacted]/who told me that there was nothing she could do.Desired Settlement: I expect the amount I was quoted $109.48 to be the amount I am billed each month.

Business

Response:

On 10/**/14 a [redacted] apologized and noted rates quoted were for services and did not include taxes and fees. A courtesy credit of $70.64 was issued in good faith. Customer accepted.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is not a satisfactory resolution.

I expect the price for this sevice to be the price I was qoouoted by [redacted]$109.48. That quoted price did not include the tax; the real price is$120.61.

I consider this bait and switch.

The price adjustment was for switching to the lower rate; not a refund.

I want the rate to be $109.612; this was the rate quoted 3 times by their representative [redacted].

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Time Warner has not taken any responsibility for an employee's error.

I expect some compensation for this time spent over a ptoblem that has become my responsibility.

I am sure that Fios will be happy to have me as a customer and not ignore my complaints!!!!!!!!!!!![Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC rergrets that we cannot fully confirm, or deny, the customer's allegations. His concerns have been taken seriously, however, there is no basis for "compensation" as requested.

Review: On 10/** 2014 @1130 HRS I contacted TWC Collection Dept. on a outstanding account @170.00 I asked if my service will continue at least till 11/** when payment WILL be submitted He said that's OK ,but on 11/** the service was disconnected I agagin called collections to asked way was it turned OFF [redacted] WHO DID This is NOT GIVE A LAST NAME She said that NO INPUT WAS DOCUMENTED ON MY ACCOUNT......... this is the second time I encountered an error on Twc I don't what an apologe .

Business

Response:

TWC APOLOGIZES FOR THE DIFFICULTY. A $25.00 GOODWILL CREDIT WAS ISSUED IN REPLY TO CASE FILED WITH THE Revdex.com. PLEASE NOTE PRIOR $14.49 CREDIT ALSO ISSUED.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I was moving out of state in September of 2013. I called Time Warner Cable to schedule an equipment pick-up, and also to cancel my service. The appointment was made for 9/**/13 between 12-2pm. The Time Warner representative arrived slightly after he was supposed to, but called to notify me he was running late. When he did show up he removed both my cable box and my modem. I remember this very well because my husband had already moved and I was left alone in my apartment without the ability to watch TV or surf the web, as usual, for several days.

I received a bill for my final service period of 8/**-9/**. I paid it promptly (as I absolute always have with every bill in my name). I then called on 9/**/13 to make sure this was the final bill. I was told it would arrive in several weeks. I only mention this as an example of how I handle my affairs. I am dependable, and prompt.

I then received a bill for the service period of 10/**-11/**. It lists a one-time charge of $75 for an unreturned modem. I called on 11/**/13 and asked them to check their records because the representative who came to my apartment on 9/**/13 took the modem with him. They told me to give it ten days so they could do equipment research. I never heard back and assumed the issue was resolved. I then received another bill for the modem for the service period of 11/**-12/**. I called again on 12/*/13 and was told that the equipment research request was not submitted properly. This representative would submit it the “correct” way and I received the confirmation number [redacted]. I was told I should receive a call in 7 days. I received a call several days later. I was caught off guard and was not able to get this [redacted]’s name. But I was told that I should disregard the bill, that it was an error on their part.

I then received another bill for $75 for the same “unreturned modem” for the billing period of 1/**-2/**. I called on 2/*/14 and spoke to a representative named [redacted]. She listened to me and told me she would get a supervisor to call me back in 15-30 minutes. This was at 12:25pm. I received a call back from the [redacted] at 4:18pm, and again was caught off guard and did not get his name. But I was told in no uncertain terms to dis-regard this bill. They said, “Everything has been zeroed out.” When I asked for an explanation for why I received this bill again after I had dealt with it with a [redacted] before, he told me that the end of the year accounting had reset the charge and that he would take care of it. This does seem to make some sense because I did not receive a bill for the 12/**-1/** billing period.

I then received another bill for this same charge again for the billing period of 2/**-3/**! Approximately one day later I received a collection notice for this amount! I called the collection agency today, 3/**/14, and explained the situation to them. They told me that their records indicted that it is not for equipment but rather for a service charge. The collection representative submitted a request for an itemized bill to be sent to me, and she initiated the process of disputing the bill. I then called Time Warner and eventually spoke to a “Customer Care Supervisor” named [redacted] who told me that she couldn’t do anything. I asked to speak to her [redacted] and she told me that she would submit a request and that I should get a call back in 24-48 hours. She was unable to give me a reference number. I am waiting for that call now.

How many times do I have to be billed for this false charge and deal with it promptly and fully before it is considered harassment?Desired Settlement: I would like to receive written notice that this charge has been removed from my account, with a zero balance due. This notice should be dated and include all of my account information. I would like Time Warner to rescind their collections attempts through the company CBCS. I would also very much appreciate a signed apology letter because I have committed several hours to this issue after being a wonderful Time Warner customer for 7 years. I have done nothing wrong, and deserve these requests to be promptly fulfilled.

Business

Response:

On 3/**/14 [redacted] advised the customer she would reduce the account balance to zero and update TWC's Collections department.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. If I recieve another bill for this same charge again from either Time Warner Cable or the Collection agency "CBCS" I will refile this complaint.

Sincerely,

Review: Some time last year Time Warner Cable offered me the bundled service promising a lower amount in the monthly charges and a 200.00 reimbursement. Since the change in service the charges went up drastically. I complaint almost every month during the beginning of this year until the service was discontinued with a balance due of 144.50. I called three times requesting all the statements since the change in the service. when I finally got the package it was only for the last three months, which I already had. I called today again and the Customer Service Rep told me that they don't print a year that I have to go to a TWC location with my ID. I would like TWC to review my account and to send me an analysis of my account since my service was changed to bundled.Desired Settlement: I would like TWC to write off the existing balance of $144.50 as they lied to me when they said the monthly amount would be less than the previous package.

Business

Response:

TWC's Risk Management rdepartment has the location on hold because [redacted]'s sister had installed service at this location, when [redacted]'s account at this location had been shut down for non-pay. They also noted that [redacted]'s sister had has been associated with this location since 2009. On 10/**/14 [redacted] left a message for [redacted], 1:49PM. No reply to date.